Customer Service Representative, Mutual Funds

Manulife is a leading international financial services provider, and they are seeking a Customer Service Representative for their John Hancock Mutual Funds team. The primary responsibility of this role is to deliver exceptional customer service to clients and financial advisors through various communication channels, addressing inquiries and resolving issues effectively.

Responsibilities:

• Provide exceptional customer service to policyholders, agents, and other collaborators through inbound calls, email, and chat
• Handle a high volume of customer inquiries and analyze problems to provide detailed and proactive solutions
• Leverage advanced technology and software systems to accurately record customer interactions and deliver exceptional solutions
• Demonstrate emotional intelligence and understanding in all interactions to build positive relationships with customers and advisors
• Stay updated on products, services, and industry regulations to provide accurate information to customers and support their financial and health goals
• Collaborate closely with team members and other departments to resolve complex customer issues and seek support when required

Requirements:

• Proven experience working in a fast-paced customer service environment
• Strong technical skills and ability to navigate multiple computer systems and software applications
• A high level of dedication to meet customer needs by providing timely, accurate responses with a positive attitude to those requesting information on products and service offerings
• Ability to excel in a fast-paced, ever-changing environment while exhibiting a calm and professional manner
• Deliver trusted, professional, and reliable service to John Hancock customers and build customer satisfaction and loyalty
• Meet quality expectations to ensure a positive customer experience
• Translate scenarios that require problem resolution to positive service experiences
• Strengthen the perception of John Hancock in the marketplace
• Possess the ability to work in a team environment, as well as being able to resolve issues accurately and independently
• Exceptional technical capabilities, research skills and your attention to detail is always a priority
• Confidence in your ability to learn and apply information quickly
• Knowledge of financial services would be a plus!